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Senior Customer Data Insights Analytics Manager, FI

Morgan McKinley Hong Kong
Full time Permanent On-site Competitive

About the job

Job Responsibilities

Strategic Insights & Predictive Analytics
  • Behavioral Modeling: Develop predictive models for customer churn, renewal likelihood, cross-selling, and up-selling opportunities.
  • Customer Segmentation: Create advanced customer segmentations based on demographics, policy types, claims history, and digital behavior.
  • Lifetime Value (CLV): Calculate and track Customer Lifetime Value to optimize marketing spend and acquisition strategies.
  • Trend Identification: Monitor macroeconomic trends and shifting customer needs to identify new insurance product opportunities.
Data Governance & Advanced Infrastructure
  • Data Integration: Oversee the merging of unstructured data (e.g., call center logs, survey feedback) with structured insurance data (e.g., billing, policy administration).
  • MarTech Collaboration: Partner with IT and Marketing teams to optimize the Customer Data Platform (CDP) and CRM systems.
  • Data Quality: Establish high standards for data hygiene, extraction, and transformation processes (ETL) across analytics environments.
  • Privacy Compliance: Ensure all data analytics practices comply strictly with regional data privacy laws (e.g., GDPR, PDPA) and insurance regulatory frameworks.
Business Voice of Customer (VoC) & Research
  • VoC Programs: Lead Voice of the Customer initiatives, analyzing Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) data.
  • Root-Cause Analysis: Investigate drops in retention or customer satisfaction by connecting feedback directly to operational metrics.
  • Research Synthesis: Combine quantitative data insights with qualitative research insights (e.g., focus groups) for a holistic customer view.
Stakeholder Engagement & Value Delivery
  • Data Storytelling: Translate complex data science models into clear, visual, and actionable presentations for non-technical executives.
  • Cross-Functional Advisory: Advise Product Development, Underwriting, Claims, and Sales teams on customer pain points and preferences.
  • Campaign Support: Provide target audience insights and control group setups to the marketing team for A/B testing and campaign optimization.
Job Requirements
  • Bachelor's degree holder
  • At least 8-12 years of experience in data analytics, customer insights, or business intelligence
  • Good experience of data analysis tools and data visualization tools
  • Fluent Cantonese and English